Customer Success Manager

About the role

Every day, Life Science companies use Claritas Rx solutions to improve and enhance the treatment journey for patients. We have built a strong customer team of domain experts that can help scale a premier channel management solution. At Claritas Rx, Customer Success Managers (CSMs) are the strategic business relationship owners responsible for ensuring customers realize value, drive adoption, and achieve desired business outcomes from our solutions.

Responsibilities

• Serve as the primary point of customer accountability, responsible for driving overall success, value realization, and long-term partnership growth
• Build and maintain strong relationships with key customer stakeholders, including executive sponsors, business leaders, and operational teams
• Help your customers achieve their business goals and outcomes by: Partnering with Implementation and Delivery teams to align on objectives, success criteria, and expectations during onboarding, ensuring a smooth transition to steady-state
• Lead the ongoing customer partnership post-launch, guiding priorities, monitoring account health, and escalating risks or strategic issues as appropriate
• Advocate for customer priorities internally, ensuring the right teams are engaged and informed, and providing visibility into key requests, risks, and dependencies
• Drive adoption of Claritas Rx solutions, providing guidance on new features, and identifying opportunities to leverage data and insights for business impact
• Lead customer-facing meetings (e.g., status updates, partnership reviews, and business reviews), setting agendas, aligning stakeholders, and ensuring clear follow-up on action items
• Partner with Product to provide customer-driven input on roadmap planning, feature prioritization, and scalable solutions across accounts
• Act as a subject matter expert on commercial data to support strategic recommendations and decision-making

Requirements

The CSM will be required to travel to customer sites, industry events, or company offices (up to 25% quarterly) depending on business priorities.

Qualifications

• Deep knowledge of biopharmaceutical marketing, managed markets, or distribution channels
• Strong analytical and problem-solving skills, with a creative and data-driven approach
• Exceptional attention to detail and clear, concise written and verbal communication
• Advanced quantitative analysis skills and expert-level proficiency with Microsoft Excel
• Proven ability to build and maintain strategic customer relationships and manage client-focused projects. Demonstrated capabilities in: Problem-solving and resolution, Project coordination and organizational skills, Expectation-setting and alignment of priorities, Active listening and understanding customer needs, Solution knowledge and the ability to apply insights to business challenges, Empathy and relationship-building, Tenacity and persistence to drive outcomes ("grit")

Skills

• None specified

Benefits

Join Us We are seeking to add new expertise and perspective to our strong team of experienced professionals. We aspire to a culture of accelerated professional development through: shared learning and collaboration; a respectful and fun work environment; and employee empowerment through the effective use of technology and tools. We are a highly collaborative team and prioritize opportunities to connect in person. For employees within a reasonable driving distance of each other, we host regional town hall gatherings approximately every other month. These sessions give our teams a chance to come together, share updates, and strengthen relationships beyond day-to-day work.

Pay

$110,000 to $120,000

Schedule

Not specified